System Availability SLA Template for Saudi Arabia

1. Data Protection: Required if the system processes personal or sensitive data, detailing compliance with Saudi data protection requirements

2. Disaster Recovery: Optional section detailing disaster recovery procedures and business continuity requirements

3. Change Management: Include if system changes or updates are expected during the contract term

4. Third Party Dependencies: Required if system availability depends on third-party services or infrastructure

5. Training and Documentation: Include if customer requires specific training or documentation for system use

6. Insurance Requirements: Optional section specifying required insurance coverage for service provider

7. Exit Management: Include for critical systems requiring specific transition arrangements at contract end

1. Schedule 1 - Service Level Definitions: Detailed technical definitions and calculations of service level metrics

2. Schedule 2 - Service Credit Calculations: Detailed formulas and examples for calculating service credits

3. Schedule 3 - System Architecture: Technical description of system components and infrastructure

4. Schedule 4 - Support Procedures: Detailed support procedures, contact information, and escalation paths

5. Schedule 5 - Report Templates: Templates for regular service level reports and performance reviews

6. Schedule 6 - Security Standards: Detailed security requirements and compliance standards

7. Appendix A - Technical Specifications: Detailed technical specifications of the system

8. Appendix B - Maintenance Windows: Agreed maintenance schedules and procedures